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The aim of the descriptive study is to gain an understanding of the perceived level of fairness in their experience of security screening relation to their satisfaction. The context of the study was a major aviation hub in East Africa. The target population was all departing international passengers. Primary data was collected using a self-administered questionnaire. The respondents were selected using convenience sampling of passengers who had just completed the final security check at the departure area of the airport. A total of 251 usable responses were collected from a target of 384 respondents giving a response rate of 65 percent.
The findings contribute to the existing body of knowledge on the relationship between the perceptions of fairness of security procedures and their influence on satisfaction. One way between groups analysis of variance (ANOVA) was conducted to test for statistical significance. A Cronbach’s alpha of 88.7 was computed demonstrating a high level of internal consistency of the survey instrument. The adequacy of security procedures, level of communication provided before and during the screening process, consistency and fairness were found to have a significant relationship to the level of satisfaction reported by passengers. The findings suggest that there are significant differences between groups’ perception of different elements security procedures.
The implications of the study are twofold. The study was cross sectional and indeed was impacted by significant changes in security procedures at the airport at the time of the study. A longitudinal survey may further mitigate the impact of the variances of responses and support a robust contribution to the development of a theoretical model of airport passenger satisfaction. Airport managers could use the results of this study as inputs to enhance the design of screening procedures in modern hubs to enhance the passenger experience to drive revenue growth.

The overall goal of this paper is to contribute to the research on customer satisfaction at airports. Existing studies have focussed on airport service experience in America, Europe and Asia. Specifically it contributes to the development of the knowledge of service quality expectations at a major airport hub in Africa.
The exploratory study integrated elements of the 22 item SERVQUAL scale developed by Parasuraman et al., (1988). A quantitative research was conducted and responses from 280 departing international travellers at the Jomo Kenyatta International Airport was used to test five hypotheses. An independent samples t-test was utilised to assess whether the means of two groups are statistically significant from one another. The variables to be tested were service performance against the respective service expectation. The findings indicate atmosphere related aspects of the airport experience showed a significant influence on the respondents’ customer satisfaction. The feeling of being safe in the airport, ease of way finding, facilities for people with reduced mobility and the availability of leisure rooms were the most significant elements in the traveller’s positive experience while at the airport. The study was not without limitations. In utilising the gap analysis model, this study focused on understanding what the customers want. Other elements of the gap analysis model require further illumination. The findings of this study will help contribute to the development of a conceptual model for a much more exhaustive study on airport passenger satisfaction at other Kenyan airports and internationally.